SMS and email invitations

Customers who did not get a survey in the call or chat can be invited by SMS or email to a hosted web survey. Invitations are driven by contact records: when a contact ends, the stack reads the customer's phone number (the contact's endpoint) or email (a contact attribute, email by default) and queues an invitation if the survey, the rules and the customer allow it.

Setting up sending

SMS goes through AWS End User Messaging (the service behind Amazon Connect's outbound SMS). You need a phone number, sender ID or pool there, with the registrations your country requires (10DLC in the US). Put its number or ARN in the stack's SmsOrigination parameter or in Settings > Invitations. To honour STOP replies automatically, enable two-way SMS on that number with an SNS topic as the destination and pass the topic ARN as InboundSmsTopicArn.

Email goes through Amazon SES. Verify a sender address or domain in SES, move the account out of the SES sandbox if it still is, and put the address in EmailFrom or in the console. The email carries a one-click 1-5 rating; clicking a number saves it and opens the rest of the survey.

Leave either empty to skip that channel.

The rules

All of these are in Settings > Invitations:

• Frequency cap (default 30 days): the same phone number or email is not invited again within this period, whatever the queue. Set 0 to disable.
• Send window (default 8:00 to 21:00): nothing is sent outside it; invitations wait for the next morning. For SMS the window follows the customer's time zone when their number reveals it (North American area codes and single-zone countries); otherwise, and for email, it follows the stack's Timezone. Quiet-hour rules for texting are the law in many places, so keep the window inside 8:00 to 21:00.
• Reminder (default none): one reminder after N hours if the survey is still unanswered, inside the send window. Never more than one.
• Sampling is per survey, in the builder.
• Opt-out: a STOP reply, the I'd rather not receive surveys link on the survey page, or a privacy deletion in the console stops all future invitations to that number or address.

Phone numbers and email addresses are stored only as hashes; the queued message keeps the address until it is sent, then drops it.

The messages

Templates are editable in the console. {link} is the survey link and {brand} the company name from Settings > Brand. Keep "Reply STOP to opt out" in the SMS; carriers expect it. The survey link is valid for 14 days.

What the customer sees

The web survey is a single page with one question at a time, large touch targets, keyboard operation and screen-reader labels (WCAG 2.1 AA). It shows your brand name, colour and logo. A finished survey cannot be answered twice; a second visit shows a thank-you.

Sending from another platform

If your contacts do not come from Amazon Connect, post finished contacts to the ingest endpoint and the same rules and messages apply. See Genesys and other platforms.

Current as of version 0.1.0. See the release notes for what changed since.